May 8, 2023

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# Looker Support
Services Guide for Looker (original)

Last modified: May 8, 2023

This is not the current version of this document
and is provided for archival purposes.
View the current version

The Google Cloud Platform Technical Support Services
Guidelines at the following url:

https://cloud.google.com/terms/tssg

(the "Guidelines") describe how Google will offer TSS
(as defined below) to Customer for Looker (original)
Services, except as outlined in this Looker Support
Services Guide (the "Guide"), which is incorporated into
the Guidelines. Capitalized terms used but not defined
in this Guide have the meanings given to them in the
Guidelines. “Looker (original) Services” means the
Looker software and services provided by Google to
Customer, but excluding Professional Services, Looker
Studio and Looker (Google Cloud core).

GENERAL SUPPORT SERVICES TERMS

1. Services Updates

1.1 New Releases.

Google will notify Customer
of new releases of the Looker (original) Services if and
when they are made available. Releases may include version
updates to the Looker (original) Services, feature
releases, and patches. The Documentation has additional
information about releases, including at the following url

https://docs.looker.com/relnotes/intro
.

1.2 End of Life Policy.

Google provides TSS for the
most recent minor release (e.g. 20.4), the previous two
minor releases (e.g. 20.3, 20.2) and the most recent
extended support release (as described in the
Documentation, including at the following url

https://docs.looker.com/relnotes/esr-overview
).
Google publishes the full list of TSS-supported releases
in the Documentation at the following url

looker.com/docs/supported-releases
.
This list changes with each release of the Looker Platform
Services.

2. Maintenance

To ensure optimal performance of the Looker (original)
Services, Google performs periodic Maintenance. In most
cases, Maintenance will have limited or no negative impact
on the availability and functionality of the Services. If
Google expects planned Maintenance to negatively affect
the availability or functionality of the Looker (original)
Services, Google will use commercially reasonable efforts
to provide advance notice of the Maintenance. In addition,
Google may perform emergency unscheduled Maintenance at
any time. If Google expects such emergency unscheduled
Maintenance to negatively affect the availability or
functionality of the Looker (original) Services, Google
will use commercially reasonable efforts to provide
advance notice of such Maintenance. Maintenance notices
noted above will be provided via an email to the
Notification Email Address.

3. Language Support

The parties agree that all support provided by Google for
the Looker (original) Services will be provided in English
or in Japanese at the hours set forth for these languages
at the following URL:

https://cloud.google.com/support/docs/language-working-hours
.

4. Collaborative Support

Collaborative Support is not available for the Looker
(original) Services.

5. Definitions

5.1 Documentation

Documentation means the
Google user guides and manuals (as may be updated from
time to time) in the form generally made available by
Google to its customers for internal use with the Looker
(original) Services.

5.2 Google Support Personnel

Google Support Personnel
means the Google representatives responsible for handling
services requests for the Looker (original) Services.

5.3 Maintenance

Maintenance means maintenance
work performed on hardware or software delivering the
Looker (original) Services.

5.4 Notification Email
Address

Notification Email Address
means the email address designated by Customer in the
order form for the Looker (original) Services or updated
by Customer via an email notification to Google.

5.5 TSS

TSS means the technical
support services provided by Google to Customer under the
then-current Guidelines, as amended by this Guide.

6. Additional Terms

For the avoidance of doubt, Google has no obligation to
provide TSS for any Looker (original) Service that is an
Alpha or Beta version, feature, or functionality of the
Looker (original) Services.

Google will provide Standard, Enhanced or Premium Support
(as applicable) to Customer for the Looker (original)
Services as detailed below:

STANDARD SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Standard Support
customer and purchases Looker (original) Services, the
Customer’s existing support package automatically will
include the Looker (original) Services as a component of
Customer’s support fees. This incremental fee for Standard
Support will be charged as part of the variable fee
calculation applicable to Customer’s Standard Support
Services.

ENHANCED SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Enhanced Support
customer and purchases Looker (original) Services, the
existing support package automatically will include the
Looker (original) Services as a component of customer's
support fees. This incremental fee for Enhanced Support
will be charged as part of the variable fee calculation
applicable to Customer’s Enhanced Support Services.

PREMIUM SUPPORT SERVICES

Enrollment and Payment

If Customer is an existing Google Cloud Premium Support
customer and purchases Looker (original) Services,
the existing support package automatically will include
the Looker (original) Services as a component of
Customer’s support fees. This incremental fee for Premium
Support will be charged as part of the variable fee
calculation applicable to Customer’s Premium Support
Services.

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